AMAN THAKORE
London
Summary
Accomplished Senior Support Analyst at the University of London, adept in Quality Assurance and strategic management, I've spearheaded initiatives to enhance system efficiency and user satisfaction. With a proven track record in leadership and service orientation, I've significantly improved stakeholder communication and system reliability, demonstrating adaptability and a commitment to excellence.
Overview
9
9
years of professional experience
Work History
Senior Support Analyst (SITS)
University of London
London
09.2024 - Current
- Provided second/third line (and some first line) technical support to students, staff, and external stakeholders for systems such as SITS, Student Portal, VLE, and MIM.
- Resolved queries efficiently, demonstrating proactive problem-solving, and ownership of issues from initiation to resolution.
- Maintained high standards of communication, adhering to UoL Worldwide protocols, and service management principles.
- Utilised advanced SITS functionality to identify and resolve system issues, ensuring solutions were thoroughly tested and verified.
- Documented solutions, maintained knowledge of the student lifecycle, and kept stakeholders informed on emergent issues.
- Managed over 2,400 staff accounts and 50,000 student accounts, troubleshooting access issues, and enabling system access for returning students.
- Created and managed user accounts for the Enquiry Management System (SID), ServiceNow (SN) and the team inbox, resolving technical difficulties related to Portal and VLE access.
Transcript Officer
University of London
London
03.2024 - Current
- I respond to requests for various academic related awards and recognition from students and graduates for UOL worldwide programmes
- I use SITS to find students details such as full name or address and to check to confirm if they are internal or external students
- I provide effective front line customer service to those requesting documentation related to their award
- I work within defined processes and optimise the workflow where possible
- I manage a caseload of requests and ensure personalised service and response
- I provide advice to students and graduates regarding enquiries, particularly where they do not relate to academic awards & transcripts
Quality Assurance and Assessments Officer
Chartered Institute of Arbitrators
London
06.2023 - 09.2023
- I created new processes and guidelines for examiners to follow to improve efficiency and management of Assessments
- I recreated existing process documents to improve business efficiency and give clarity on job roles and workflows
- Contract CIArb assessors and moderators for assessments using the departments Approved Faculty List database
- I worked with the Assessment Team to ensure that all results and feedback were released to candidates on time and in accordance with departmental requirements
- Complete quality checks on assessor marks, feedback and pass rates to ensure they were in line with quality assurance guidelines
- Work closely with the Lead of Quality Improvement to manage risks and address potential quality issues
Subject Leader
Pearson
04.2018 - 06.2023
- Responsible for leading/developing/supporting the assessment team to fulfil the assessment requirements for numerous qualifications in accordance with the regulatory and professional development standards
- Awarding grade boundaries for UK and International qualification
- Scheduling the academic year/business critical key dates by collaborating with the wider business to understand future plans/deadlines
- Managing the end to end process/project of an examination paper
- Responsible for training new starters within the Pearson business providing them with a clear insight and understanding of the tasks that are required for the job
- Providing timely resolution of all relevant internal and external customer queries
- Ensuring accurate- timely production and delivery of materials for training standardisation/awarding and any other meetings deemed necessary
- Analysing and interpreting management information to highlight potential risks to delivery and develop clear mitigation's
Subject Coordinator
Pearson Education
London
04.2016 - 04.2018
- Duties include providing a customer focused service and communicating with influence
- Managing the production of live secure content for the UK and International examinations
- Responding to high profile complaints and queries from customers
- Managing the accurate and timely production and delivery of materials for training/standardisation meetings as deemed necessary
- Reviewing statistic progress reports to keep track of online marking
- Updating and reporting on key management information to the QDAM ensuring all data and databases are up-to-date and accurate
Education
A Level -
Heston Community School
Coventry08.2024
CompTIA Security -
CompTIA
08.2024
Intro to Splunk -
Splunk
07.2024
AWS Knowledge Cloud Essentials -
Amazon
02.2024
Agile Methodology -
Google
08.2023
Python for Data Science, AI & Development -
IBM
06.2019
Skills
- Quality Assurance
- Risk-Analysis
- Quality Management
- Assessments
- Scheduling
- Business Informatics
- Databases
- Communication Skills
- Knowledge of statistics
- Consulting
- Key management
- Standardization
- Progress Reports
- Strategic Management
- Data entry skills
- Adaptability
- Commercial knowledge
- Interpersonal Skills
- Leadership
- Service Orientation
Languages
English
Affiliations
- Running
- Gym
- Football
- Basketball
- Reading
References
References available upon request.
Timeline
Senior Support Analyst (SITS)
University of London
09.2024 - Current
Transcript Officer
University of London
03.2024 - Current
Quality Assurance and Assessments Officer
Chartered Institute of Arbitrators
06.2023 - 09.2023
Subject Leader
Pearson
04.2018 - 06.2023
Subject Coordinator
Pearson Education
04.2016 - 04.2018
A Level -
Heston Community School
CompTIA Security -
CompTIA
Intro to Splunk -
Splunk
AWS Knowledge Cloud Essentials -
Amazon
Agile Methodology -
Google
Python for Data Science, AI & Development -
IBM
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